NZ Reckon Accounts Hosted - Unable to Print (27 March 2017)

When attempting to print you may see the "Trying to print report" message, however nothing occurs afters this.

I'd recommend clearing your browser caches and then ending the active session via the Hosted control panel and then retrying as a possible troubleshooting measure however early reports suggest this may not prove successful.

The Development team are looking into this issue with the utmost urgency this morning and our sincere apologies for the inconvenience and frustration caused.

I will update this thread with more information on progress as soon as possible.

The team will be testing a new potential solution today on an affected session host and hopefully that yields the results we're all looking for. I'll let you know the results of this as soon as I can.

I know this sounds basic and you're sick of me saying it but if you're experiencing these print issues, it's really important that you're logging out the correct way ie. not just closing your browser or browser tab.

While logged into Hosted use File > Exit

Check the Hosted control Panel for any active remote sessions under the 'Log Off Remote Sessions' area. The session you've just exited from should remove itself but you can end it immediately here also.

Once completed, logout (Logout option in the top right corner)

The issue is isolated to 5% of session hosts, and the reason we're recommending the above steps is to get you off one of the affected hosts and logged into a new functioning host. The chance of landing back on a faulty session host after logging out, while possible, is quite slim.

I fully appreciate that you shouldn't need to do any of the above and I do apologise for that. I should have further news later today which I'll share with the thread.

I dont believe this. As regular as clockwork we loose the ability to print around this time in the day. 1600 hours. If you know its only 5% of the hosts causing the problem cant you get rid of the faulty hosts and move forward. This problem seems to be taking forever to resolve causing heaps of angst and lack of credibiltyIan

I recall in the correspondence on this issue that Reckon executive management need to be alerted to this problem. There appears to have been no response from Reckon other than Rav and what this would suggest to us is that they are either not aware of the problems we have been having or they wont front up advise us at their level as to what is happening with this issue and to re-establish some credibility with their customer base. This credibility has sure suffered over this week

Hi IanI wanted to jump on as the product owner and provide a quick update.

Firstly I do want to reassure you that we are aware of the issue at a higher management level. We understand your frustration, and want to assure you we're very aware of the issue, it's severity and impact on productivity/workflow. We're focused on putting this right and getting the problem fixed permanently without risk of recurrence or impact to other areas of the program.

We've got another potential solution/fix which we're testing today which hopefully gives us the results we're all looking for and we'll keep you updated on this as soon as we have further information.

Not only are we having issues with printing, but more frequently the keyboard is not reponding. We will do one or two invoices and then the keyboard stops working and we have to exit right out and come back in. This is becoming more than a pain. We need action on these issues please.

The team have worked on this issue overnight and have got their hands on a new potential solution to the print issue. This is currently in the process of testing as we speak and will be tested throughout the course of the day.

I'll keep you all posted on the progress of this and any further info as soon as I can.

I'd just like to apologise again for all the hassle and frustration you've gone through so far, as I've mentioned, we're hearing all of your feedback and we're working on putting things right.

Hi Team I see you are trying to fix the printing. Can you let us know how it is going please. As I need to print some statements that I can not email out to people. It is now the 10th of April and I should have had my statements out a few days ago. The printing gets the point where it says it is printing to the TS001 then it finishes with the box asking if they printed off correctly but nothing. Can you let me know what is happening please thanks

When you do encounter the print issue, can you please try logging off in full (check out my previous post here for the process), this will hopefully move you off the affected session host and on to a new one.

Unfortunately, testing on a number of fixes has not proven successful so far and we've reached the point now where our Dev team are evaluating the best move forward from here. I'm hoping to have further news on that later today or early tomorrow to share here.

What we have found is that when we do strike a problem with the printing we have to log off and back in again and generally that fixes things. It does seem to happen to us every day around 4.30Am sure you have tried something like this

Rav

You should have been a politician. Your responses are full of promises but dont deliver much

Haven't been making any promises whatsoever Ian, I'm simply trying to keep those following this thread and affected by this problem apprised of the current situation and what's being done to try rectify it.

I have not be able to print since this problem started what 3 weeks ago now. It makes no difference how many times I log off and log back on I can still not print. I have statements to send out and can't email them as some off my clients don't recognize the email address and delete it as spam. This is getting really embarrassing for Reckon and heads should roll for this. Also March is the end of the financial year in NZ so you should NEVER try something new at his time of year.

Printers dropped off again - has been doing so sporadically for three weeks now! Very very frustrating. I understand you are trying to come up with a solution but this is just ridiculous, and at such a busy time of year!

I have also had issues with my templates being all out of wack and I didn't notice until a client rang me and said she could not find the bank account number which was always at the bottom. Since then I have had to double check my templates every time I do a new invoice as things keep moving on them - not actioned by me!!!

Also, this is the first time I haven't been able to print today. This morning was no problem but now nothing prints. Tried all the suggestions and no go.

Our users here have had stable printing for over a week now, so just thought I'd say thanks for fixing it. [works for us, at least]Sound's like it's not back to "normal" for everyone yet, BUT, imagine that the skills of the development team are being tested thoroughly on this one.{FYI: we all run Windows10 and the MS-Edge browser, with same Office365 & NOD32 Antivirus apps}

We've been extensively testing a permanent solution to the printing issue affecting a small number of sessions hosts over the course of the weekend and early this week.

Unfortunately, the findings of this testing have been inconclusive and ongoing, due to this we have made the decision to instead roll back to the previous printing process while we continue to explore our options for a permanent solution.

How did this happen?The new Hosted 2017 version and its change in printing process was tested thoroughly prior to release by our Quality Assurance team. While the printing issue was not present at that time nor any reports recieved with early release to our Accredited Partners, a number of session hosts developed this problem shortly after wider release. We're continuing work on narrowing down the cause of the issue.

What does this mean for me?The next time you log into Reckon Accounts Hosted, you will need to follow the former process of creating a print job and printing which was in place prior the new 2017 Hosted release.

Is there any impact to my file or data?No, there are no changes being made to file servers in any way so your data will not be affected.

Is anything else affected?The ability to copy and paste directly using keyboard shortcut commands will also revert to the former process. This means you will need to complete the copy and paste action via the 'Floating toolbar' when using Chrome.

Why didn't you make the decision to roll back sooner?Hosted 2017's change in printing was intended to make the process simpler and quicker for users and has been a highly requested functionality change. As such, we attempted to address and rectify the problem affecting the new process itself in order to keep the new simplified process intact. A number of potential solutions were extensively tested throughout the last couple of weeks however unfortunately the results were not to the standard we expect to give us confidence of a permanent resolution under the new process. We fully appreciate the frustration and inconvenience affected users have had to put up with under this issue so far, and rather than prolonging this issue any further, the decision was made to roll back while we further explore solutions.

We'd like to sincerely apologise for all the frustration and inconvenience you've had to endure at such a crucial time of year. Our aim was to provide a new streamlined printing process to improve workflow and productivity, obviously it hasn't worked out in the manner intended and we'll be reviewing all aspects of this issue.

If you have further questions around any of the above, please let us know.

I have just browsed this blog and I haven't upgraded to 2017 yet but had these problems doing the March Invoices. Normally do all mine at the end of the month so think I will make an early start to the April ones so hoping everything will work OK. I need to upgrade to 2017 before 20th so fingers crossed!